Team Lead CX Scoring
Team Lead CX Scoring
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Team Leader of CX (Client Experience) will be responsible for leading a team of CX Quality Scorers. The TL should have a background in speech analytics coaching and call auditing. The TL will be responsible for identifying opportunities for teams across the company and ensure the CX Scoring Team is providing trending data to the CX Coaches and Coaching TL.
WHAT YOU WILL BE DOING
- Daily and weekly updates to analytic software based on plays new rollouts needs from the business units
- Programming speech analytics software
- Organize and manage own work projects priorities deadlines and follow up on assignments with minimal direction while also successfully working as part of a team and enjoy group problem solving
- Responsible for maximizing the utilization of speech analytics to drive actionable insights and quantifiable improvement to the business.
- Ability to adjust quickly and with minimal effort to an agile work environment and multitask across multiple projects and priorities
- Ensuring all client facing team members are evaluated monthly by auditing call scores
- Task nonnegotiable calls to leaders
- Review calls and provide analysis and trends to business unit leaders and coaches
- Coach and develop team members to thrive in a production based role.
WHAT WE NEED FROM YOU
Required:
- Past experience programming speech analytics software
- Advanced MS word Excel PowerPoint and Salesforce knowledge and experience.
- Ability to utilize Excel knowledge to run pivot tables advanced formulas macros etc.
- Ability to work well under pressure in a challenging changing fastpaced environment.
- Excellent analytical problem solving and decision making skills applied with a solutionfocused attitude.
- Inquisitive and personable with a strong understanding of business strategy data visualization and process improvement
- Excellent organizational and writing skills; can handle multiple projects at once
- Strong presentation skills and comfortable presenting to large groups
- Aptitude for working with users of many skill levels and personalities
THE PLACE & THE PERKS
Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans Its all happening on UWMs campus where our awardwinning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.
Its no wonder that out of our six pillars People Are Our Greatest Asset is number one. Its at the very heart of how we treat each other our clients and our community. Whether its providing elite client service or continuously striving to improve our pillars provide a pathway to a more successful personal and professional life.
From the team member that holds a door open to the one that helps guide your career youll feel the encouragement and support on day one. No matter your race creed gender age sexual orientation and ethnicity youll be welcomed here. Accepted here. And empowered to Be You Here.
More reasons youll love working here include:
- Paid Time Off (PTO) after just 30 days
- Additional parental and maternity leave benefits after 12 months
- Adoption reimbursement program
- Paid volunteer hours
- Paid training and career development
- Medical dental vision and life insurance
- 401k with employer match
- Mortgage discount and area business discounts
- Free membership to our large stateoftheart fitness center including exercise classes such as yoga and Zumba various sports leagues and a fullsize basketball court
- Wellness area including an inhouse primarycare physicians office fulltime massage therapist and hair salon
- Gourmet cafeteria featuring homemade breakfast and lunch
- Convenience store featuring healthy grabandgo snacks
- Inhouse Starbucks and Dunkin
- Indoor/outdoor caf with WiFi
DISCLAIMER
Employment Type
Full-Time
